Senior Director leading a team of Customer Success Managers to drive Salesforce's Signature Success Plan in Consumer Business Services. Fostering customer impact and strategic alignment with sales teams.
About the role
- Coordenador(a) de Customer Success atuando na retenção e expansão de clientes em Curitiba. Liderando equipe de CS e garantindo sucesso do cliente com métricas de engajamento.
Responsibilities
- Lead the CS team and CS rituals: 1:1s, follow-ups, QBRs, health checks, and success plans;
- Develop and execute retention and expansion strategies (upsell/cross-sell) by segment;
- Monitor and report KPIs: churn (by account/revenue), NRR, NPS, adoption/engagement, health score, and expansion;
- Create and evolve playbooks by profile/segment (onboarding, adoption, at-risk, renewal, and expansion);
- Collaborate with Product and Revenue teams to prioritize improvements based on feedback, data, and opportunities;
- Ensure renewal predictability by reducing risks and proactively implementing action plans;
- Train the team in a consultative approach, conducting executive meetings, and account management.
Requirements
- Experience managing Customer Success in a SaaS environment;
- Strong knowledge of success metrics: churn, NRR, NPS, LTV, and adoption indicators;
- Experience leading cross-functional teams and working with partner areas (Product, Sales/Commercial);
- Consultative profile, results-oriented, with experience building relationships with decision-makers.
Benefits
- Total Pass;
- Birthday day off;
- Education incentive / study support;
- No dress code;
- Unimed health plan (after 90 days);
- Dental plan (after 3 months);
- Total Mind (mental health platform);
- Total Nutri;
- Prudential life insurance;
- Meal/Food voucher;
- Transportation voucher.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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